How To Turn Messy CX Data Into AI-ready Team Action - The Experience Edge | Lyssna här

Your teams are drowning in customer data but can't act on it. Here's a 5-level framework that makes the customer journey your operating system.

IN THIS EPISODE

Why another dashboard won't fix your customer data problem
How to connect what customers say with what they actually do
Why the customer journey — not your org chart — should organize your data
How a "meaning layer" creates cross-team alignment without reorganizing teams
How journey-structured data becomes an ontology that AI and agents can reason over

CHAPTERS

00:00 The real problem: a data organizing problem, not a data problem

02:19 The five layers, and why the journey is the organizing principle

02:19 Level 1 — Evidence: the qualitative voice of the customer

04:46 Level 2 — Measurement: KPIs and what customers actually do

06:00 The journey as the backbone that joins the dots

07:15 Pinning every signal and KPI to a moment in the experience

08:00 Level 3 — Meaning: surfacing the "why" (the Lufthansa baggage example)

09:38 Level 4 — Cross-team connection and natural alignment

11:58 Level 5 — Business impact and competitive advantage

14:03 Putting it together: the journey as your operating system

Follow Jochem on LinkedIn:

https://www.linkedin.com/in/jochemvanderveer/

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#CustomerExperience #CustomerJourney #JourneyManagement #CXStrategy #DataStrategy #VoiceOfCustomer #CustomerData #CXOps #AIagents #ProductStrategy